1. CUSTOMER SERVICES
Senator Nur

2. THREE C’S CUSTOMER VALUE COMPANY COMPETITOR COST DIFFERENTIAL
Senator Nur

3. ACTIVITY PERFORMANCE PHIL.OF MNGT.
DEFINITION AND SCOPE
PROCESS FOR PROVIDING SIGNIFICANT VALUE-ADDED BENEFITS TO THE CUSTOMER IN A EFFICIENT WAY
ACTIVITY PERFORMANCE PHIL.OF MNGT.
PROCESS EFFICIENT CUSTOMER-
FOCUSED
Senator Nur

4. STAGE OF PROCESS PRE TRANSACTION TRANSACTION POST TRANSACTION
Senator Nur

5. PRE TRANSACTION RELATE TO CORPORATE POLICIES OR PROGRAM
WRITTEN CUSTOMER SERVICE POLICY
ACCESSIBILITY
ORGANIZATION STRUCTURE
SYSTEM FLEXIBILITY
Senator Nur

6. INDICATOR PERFORMANCE PRE TRANSACTION
STOCK AVAILABILITY
TARGET DELIVERY
RESPONSE TIME TO QUERIES
Senator Nur

7. INVENTORY AVAILABILITY ORDER STATUS INFORMATION
TRANSACTION
CONCERN WITH CUSTOMER SERVICE VARIABLE DIRECTLY INVOLVE IN PERFORMING THE SERVICES
ORDER CYCLE TIME
INVENTORY AVAILABILITY
ORDER FILL RATE
ORDER STATUS INFORMATION
Senator Nur

8. INDICATOR PERFORMACE TRANSACTION
ORDER FILL RATE
ON TIME DELIVERY
BACK-ORDERS
SHIPMENT DELAY
PRODUCT SUBSTITUTIONS
Senator Nur

9. POST TRANSACTION
ELEMENTS THAT ARE GENERALLY SUPPORTIVE OF PRODUCT WHILE IN USE
AVAILABILITY OF SPARE PART
CALL-OUT TIME
PRODUCT TRACING/WARRANTY
CUSTOMER COMPLAINTS, CLAIMS, ETC.
Senator Nur

10. INDICATOR PERFORMANCE POST TRANSACTION
FIRST CALL FIX RATE
CUSTOMER COMPLAINTS
RETURNS/CLAIM
INVOICE ERROR
SERVICE PART AVAILABILITY
Senator Nur

11. DOCUMENTATION QUALITY ORDER STATUS INFORMATION
SERVICE STANDARD
ORDER CYCLE TIME
STOCK AVAILABILITY
ORDER SIZE CONSTRAINT
ORDERING CONVINIENCE
FREQUENCY OF DELIVERY
DELIVERY REALIBILITY
DOCUMENTATION QUALITY
CLAIMS PROCEDURE
ORDER COMPLETENESS
TECHNICAL SUPPORT
ORDER STATUS INFORMATION
Senator Nur

12. COMPOSITE SERVICE INDEX
AGGREGAT’S INDICATOR OF CUSTOMER SERVICE THAT CAN BE USED AS A MANAGEMENT TOOL
CSI = SUM OF ( IW x PL)
IW : IMPORTANCE WEIGHT OF SERVICE ELEMENT
PL : PEREFORMANCE LEVEL OF SERVICE ELEMENT
Senator Nur

13. FOCUSED ON CUSTOMER
CUSTOMER NEEDS ARE MORE BASIC THAN PRODUCT OR SERVICES
PRODUCT BECOME WORTH DUE TO SERVICES HAS ADDED VALUE TO THE CORE PRODUCT
PRODUCT AND SERVICES BECOME MEANINGFUL ONLY WHEN ITS AVAILABLE AND POSITIONED FROM THE CUSTOMER’S PERSPECTIVE AT THE TIME AND PLACE REQUIRED
VOLUME IS SECONDARY TO PROFIT
Senator Nur

14. SERVICE SURROUND
SERVICE
SURROUND
CORE
PRODUCT
Senator Nur

15. CUSTOMERS’ SERVICE NEED
IDENTIFY THE KEY COMPONENT OF CUSTOMER SERVICE
ESTABLISH THE RELATIVE IMPORTANCE SERVICE COMPONENTS
IDENTIFY CLUSTER OF CUSTOMER
Senator Nur

16. SETTING CUSTOMER SERVICE PRIORITIES 1. PARETO 2. PROFIT CONTRIBUTION
LOW HIGH
SEEK COST PROVIDE HIGH
REDUCTION AVAILABILITY
REVIEW JIT DELIVERY
H I GH
L OW
VOLUME
PROFIT CONTRIBUTION
Senator Nur

17. PRIORITIES CUSTOMER A B C PRODUCT A B C REVIEW Senator Nur Bahagi@ KEY
DEVELOP
PRODUCT A B C DE
MAINTAIN
DEVELOP
REVIEW
Senator Nur

18. CUSTOMER SERVICE LEADS TO PERFECT ORDER PERFORMANCE
TYPES OF SERVICE
BASIC SERVICES
CUSTOMER SERVICE PROGRAM UPON WHICH A FIRM BUILDS ITS FUNDAMENTAL BUSINESS RELATIONSHIP
2. ZERO DEFECT SERVICES
CUSTOMER SERVICE LEADS TO PERFECT ORDER PERFORMANCE
3. VALUE ADDED SERVICES
UNIQUE/SPECIFIC ACTIVITIES THAT FIRM CAN JOINTLY WORK OUT TO INCREASE EFFECTIVENESS AND EFFICIENCY
Senator Nur

19. I. BASIC SERVICE CAPABILITY
CAPABILITY TO SATISFY THE CUSTOMERS
AVAILABILITY PERFORMANCE REALIBILITY
Senator Nur

20. CAPABILITY TO HAVE GOODS (INVENTORY) WHEN IT IS DESIRED BY A CUSTOMER
A. AVAILABILITY
CAPABILITY TO HAVE GOODS (INVENTORY) WHEN IT IS DESIRED BY A CUSTOMER
OPERATING SAFETY
STOCK STOCK
Senator Nur

21. MEASUREMENT OF AVAILABILITY
STOCK OUT FREQUENCY
How many times demand for specific product exceeds stock available.
FILL RATE
Number of goods that could be fulfill promptly
ORDERS SHIPPED COMPLETE
Number of order that could be fulfill completely and promptly
Senator Nur

22. B. OPERATIONAL PERFORMANCE
CAPABILITY TO GIVE THE SERVICES TO THE CUSTOMERS MEASURED BY:
SPEED
CONSISTENCY
FLEXIBILITY
MULFUNCTION/RECOVERY
Senator Nur

23. ELAPSED TIME FROM WHEN AN ORDER IS PLACED UNTILL SHIPMENT ARRIVAL
SPEED
ELAPSED TIME FROM WHEN AN ORDER IS PLACED UNTILL SHIPMENT ARRIVAL
Senator Nur

24. COMPLIANCE TO DELIVERY COMMITMENT OVER TIME
CONSISTENCY
ABILITY TO PERFORM ORDERS AT THE EXPECTED DELIVERY TIME OVER A LARGE NUMBER OF PERFORMANCE CYCLE
COMPLIANCE TO DELIVERY COMMITMENT OVER TIME
Senator Nur

25. FLEXIBILITY
ABILITY TO HANDLE EXTRAORDINARY CUSTOMER SERVICE CAUSED BY:
MODIFICATION IN BASIC SERVICE ARRANGEMENT
SUPPORT OF UNIQUE SALES/ MARKETING PROGRAM
NEW PRODUCT INTRODUCTION
PRODUCT PHASE OUT
DISRUPTION IN SUPPLY
PRODUCT RECALL
CUSTOMIZATION
Senator Nur

26. MULFUNCTION/RECOVERY
ABILITY TO PREVENT MULFUNCTION OR TO ACCOMMODATE SPECIAL SITUATION
CONTINGENCY PLANS
Senator Nur

27. C. REALIBILTY
ABILITY TO COMPLY PLANNED INVENTORY AVAILABILITY AND OPERATIONAL PERFORMANCE
MEASUREMENT
VARIABLE
UNITS
BASE
Senator Nur

28. II. VALUE ADDED SERVICES
CUSTOMER FOCUS SERVICES
PROMOTION FOCUS SERVICES
MANUFACTURING FOCUS SERVICES
TIME FOCUS SEVICES
BASIC SERVICES
Senator Nur